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Overview

When a conversation is handed off and a Creatio case is created, Open’s AI can automatically fill case fields based on the conversation context. This reduces manual triage work — your agents see cases that already have the right priority, category, or custom field values. For example, you can configure AI to:
  • Set case priority based on urgency detected in the conversation
  • Categorize cases by topic (billing, technical, shipping, etc.)
  • Fill custom text fields with extracted details (order numbers, product names, etc.)
AI fields are filled at the time of case creation during handoff. The AI reads the full conversation transcript and uses your description of each field to determine the appropriate value.

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How It Works

1

You define field mappings

For each Creatio case field you want AI to fill, you provide:
  • The field name (the Creatio column name, e.g., PriorityId, UsrCategory)
  • A display title (e.g., “Priority”, “Category”)
  • The field type (text or dropdown)
  • An AI description explaining how to determine the value
2

Customer chats with AI

The conversation progresses normally. The AI resolves what it can.
3

Handoff triggers auto-fill

When the AI hands off, it reads the full conversation and uses your descriptions to determine values for each configured field.
4

Case is created with pre-filled fields

The Creatio case is created with the AI-determined values already set. Your agent sees a fully triaged case.

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Setting Up AI Fields

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Adding a Field Mapping

You can manage AI fields via the API. Each field mapping requires:
PropertyDescriptionExample
Field NameThe Creatio entity column namePriorityId
Display TitleHuman-readable labelPriority
Field Typetext or dropdowndropdown
AI DescriptionInstructions for the AI on how to fill this fieldSet to "High" if the customer mentions data loss, security issues, or production outages. Set to "Medium" for general bugs. Set to "Low" for feature requests.

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Field Types

Text

Free-form text values. Use for fields like “Order Number”, “Product Name”, or any custom text field on the Case entity.

Dropdown

Predefined values. Use for fields like “Priority”, “Category”, or any lookup field. The AI will select the best matching value based on your description.

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Writing Effective AI Descriptions

The AI description is the most important part of your field mapping. It tells the AI how to analyze the conversation and determine the right value. Good descriptions are specific, give clear criteria, and list possible values.

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Good Examples

Determine the case priority based on urgency and impact:
- "Critical" if the customer reports a complete system outage, data loss, or security breach
- "High" if there's a significant workflow disruption affecting multiple users
- "Medium" if a single user is affected by a bug or non-critical issue
- "Low" if this is a feature request, question, or cosmetic issue

Categorize based on the main topic:
- "Billing" for payment issues, refunds, subscription changes, invoices
- "Technical" for bugs, errors, integrations, API problems
- "Account" for login issues, password resets, account changes
- "Shipping" for delivery tracking, lost packages, address changes
- "General" if none of the above fit

Extract the order number from the conversation if the customer mentions one.
Order numbers typically look like "ORD-12345" or "#12345".
If no order number is mentioned, leave blank.

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Tips for Better Results

Be explicit

List every possible value and when to use it. Don’t assume the AI will infer your categories.

Give examples

Include example scenarios or keywords that map to each value.

Handle edge cases

Specify what the AI should do when the conversation is ambiguous — pick a default or leave blank.

Keep it focused

Each description should be about one field. Don’t mix instructions for multiple fields.

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Managing AI Fields

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Enabling/Disabling Fields

Each field mapping can be individually enabled or disabled. Disabled fields are not evaluated during handoff — useful for temporarily pausing a field without deleting its configuration.

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Updating Descriptions

You can update the AI description at any time. Changes take effect immediately for the next handoff — no restart or redeployment needed.

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Deleting Fields

Deleting a field mapping removes it permanently. Existing cases that were already filled are not affected.

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Troubleshooting

  • Review your AI description — is it specific enough? Does it list all possible values?
  • Check the field name matches the exact Creatio column name (case-sensitive)
  • Ensure the field mapping is enabled
  • The AI may not have found enough context in the conversation to determine a value
  • Check that your AI description specifies a default value for ambiguous cases
  • Verify the field type (text vs dropdown) matches the actual Creatio field
  • Refine your AI description with clearer criteria and explicit examples
  • For dropdown fields, make sure the values in your description match the actual Creatio lookup values exactly